Helpdesk Software recommendation?

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sgtbilko
04/11/2005 at 10:23
I'm aware a number of VDers work in IT but apologies for the extremely off-topic nature of this thread. Those of you who look after/work with/manage IT helpdesks what software do you have, seen/used. Any recommendations?

We desperately need something better as the "roll your own" variety we have isn't working that well. We need to get stats showing time to close calls etc. Integration between call logging and the inventory would be nice as would a database of common probs with fixes (a knowledgebase) would be good.

Cheers.
PJEC
04/11/2005 at 10:26
Loathed as I am to reccomend it but 'resolver' does almost everything that you list, plus it's web based which is handy for working from home/away from the office.
Olly
04/11/2005 at 10:28
HP OpenView.

Sponsored by
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bomma
04/11/2005 at 10:34
We use Peregrine ServiceCenter, which seems to work quite well.

www.peregrine.com/products/servicecenter.asp
Luke
04/11/2005 at 10:36
We use HEAT. It's clumsy and nasty.
Rothgar
04/11/2005 at 10:44
We use Supportworks from Hornbill.
Fugazi1000
04/11/2005 at 10:56
How many users, how many service desk & 2nd/3rd line people and in how many locations?

Also how mature is the organisation and is it receptive to change?
apehanger
04/11/2005 at 11:50
We have liberum running at our secondary school, easy to set up, lamp configuration (linux/apache/mysql/php) uses either a access db or SQL has many of the features your looking for and best of all its open source (free).

www.liberum.org/


If you want to check a running version out PM me and i'll sort you out with a temp account on our's.

[edit] you might also want to check out zen track another freebie from the open source world we tested it but it was a bit of a overkill for our needs www.zentrack.net/ [/edit]

NOTICE: No trees were harmed during the creation of this message. Admittedly however, a few electrons may have been temporarily inconvenienced.
ABF
04/11/2005 at 12:47
HP OpenView Service Desk is the weapon of choice at the NHS currently. Sometimes too labirous, but mostly very good. Extremely customisable.

I've also had experience of Quetzel (rubbish), SupportMagic (very good) & Royal Blue (good).
chewy
04/11/2005 at 14:34
www.kayako.com/ is a good web based system.
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The Wellsie
04/11/2005 at 14:36
I have the same type of job and write the software for them for the same functions
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You've been silent-kev'd
WhipHubley
04/11/2005 at 19:12
customerservice
20/07/2011 at 04:25

PHPKode helpdesk X is a powerful  Web-based help desk software with an elegant support ticket system and a self-service customer support platform. agile, smart and convenient.

Free trial of the nice customer service software:  http://www.phphelpdesk.org/online-demo/

For details you can check: http://www.phpnewsletter.org/

Edited: 20/07/2011 at 04:26
Manoj Sundar
22/06/2012 at 05:35

I recommend  HappyFox ( http://www.happyfox.com) for your requirements. The tool has a clean interface and powerful automation features, which would certainly improve your efficiency in handling and solving customer requests. HappyFox has a strong reporting architecture which enables you to get the stats for closing calls. The knowledgebase feature in HappyFox helps you to solve customer queries. HappyFox is free for a 2 member team and economically priced for larger groups.

Edited: 22/06/2012 at 05:35
Jack
24/06/2012 at 21:13
Manoj Sundar wrote (see)
I recommend  HappyFox 

I'd recommend not spamming old threads

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biz world
27/06/2012 at 09:00

We use Peregrine ServiceCenter, which seems to work quite well.

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www.bizworldusa.com
John Hay 2
28/07/2012 at 13:31

I know the feeling of trying to duck tape a help desk together with bits of scripts and applications. Eventually I just decided to try some of the new help desk systems on the market and found one that just work, no fuss. Its called FocalScope, and it is highly integratable and has excellent ticket/chat/call management. Their website is www.focalscope.com. 

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